Experienced Customer Support Technician III (US Remote) – Mission-Critical Software Support for Public Safety

At arenaflex, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security and access control, and the ability to unite voice, video, and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters. Join arenaflex's Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization, where we provide high-quality support experiences for mission-critical customers so they can accomplish their mission.

About the Role:

We're seeking an experienced Customer Support Technician III to join our Flex VIP Support team, providing in-depth investigation and handling of more complex customer cases. As a key member of our team, you will work on all aspects of our software in support of our customers, striving to maintain the highest level of service for all customers. This position requires flexibility to work all hours as needed, supporting our customers 24/7.

Key Responsibilities:

* Manage and work on tickets cases entered by agencies assigned

• Write and modify Knowledgebase Articles for distribution
• Work under minimal supervision, reproducing/confirming product defects and reporting such defects to Product Development for permanent resolution
• Manage the relationship and collaboration with customers and Flex Support Team
• Maintain required product environments for the entire Technical Support organization
• Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Occasionally travel to VIP customer sites to represent the Support Organization

Essential Qualifications and Experience:

* Bachelor's Degree in Computer Science or equivalent industry experience

• Minimum of 1 year working with the Flex Product
• Knowledge of and/or basic skills in:

+ Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory) + Validating, troubleshooting, and characterizing reported application issues + Web servers + Virtualization Software + Network Services (DNS, IP, HOSTS, Routing)

• Prior experience in:

+ Installing, configuring, and supporting arenaflex software + Answering customer questions on application usage and administration + Creating and updating technical documentation + Logging information into internal case tracking systems + Providing Live Phone support for public safety customers + Installing and configuring required 3rd party software packages + Providing feedback to individual contributors

Preferred Qualifications and Experience:

* Excellent problem-solving, troubleshooting, and customer service skills

• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations
• Possesses strong customer relation and interpersonal skills

What We Offer:

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Opportunities to work on high-profile projects and initiatives

Work Environment and Company Culture:

At arenaflex, we value diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels welcome, valued, and empowered to contribute their best work. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity. We're passionate about solving complex problems and making a meaningful impact in the world.

Compensation, Perks, and Benefits:

arenaflex offers a comprehensive compensation package, including a competitive salary, benefits, and perks. Our benefits package includes health, dental, and vision insurance, 401(k) matching, and paid time off. We also offer flexible work arrangements, including remote work options, and opportunities for professional development and career growth.

How to Apply:

If you're a motivated and customer-focused individual with a passion for solving complex problems, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our application link. Apply Job! arenaflex is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic. Apply for this job